1. QAD SUPPORT TOOLS & EDUCATION Presented to the QAD California User Group Greg Weinert March 9, 2009

2. QAD Online Support & Education Presented to the QAD California User Federation Greg Weinert March 9, 2009

3. QAD Proprietary Agenda  Format & Support Overview  Empowerment through Knowledge Sharing  Engaging Support for Expert Assistance  New Frontiers (What’s Next?)  Discussion & Feedback  Summary

4. QAD Proprietary Listening for your ideas, suggestions, needs QAD Support & Education

5. QAD Proprietary Challenges & Opportunities QAD Support

6. QAD Proprietary Current Challenges  Staying current  Adding new functionality  Improving skills and knowledge  Planning for an upgrade  Handling multiple sites, globalization  Integrating with other systems  Keeping systems up and stable  Being responsive to your end users  Staying compliant  Making the most of your application investment

7. QAD Proprietary How can QAD Support help you with these challenges? QAD Support

8. QAD Proprietary QAD Support Largest support provider for QAD – 20 call centers around the globe – 24x7 coverage – 29000 calls annually – Direct line into QAD R & D organization Largest Support Provider Industry-recognized certification for quality standards and processes – ISO 9001:2000 certification – Knowledge-Centered Support™ Pioneer (since 1997) Industry Recognized Deep industry experience and superior knowledge of QAD products and solutions – 160 experts – Averaging more than 7 years of QAD solution experience – 94% customer retention rate – Multi-lingual support – 93% customer satisfaction rating Proven Track Record

9. QAD Proprietary Where is QAD Customer Support?

10. QAD Proprietary QAD Support QAD Asia/Pacific AUSTRALIA Sydney CHINA Shanghai HONG KONG Hong Kong JAPAN Tokyo INDIA Mumbai THAILAND Bangkok QAD Americas BRAZIL Sao Paulo MEXICO Mexico City UNITED STATES California Georgia Illinois New Jersey QAD EMEA BELGIUM Antwerp ITALY Milan NETHERLANDS Schiphol-Rijk POLAND Wroclaw SOUTH AFRICA Durban SPAIN Barcelona UNITED KINGDOM Dudley IRELAND Limerick 20 QAD Support Centers – Local Presence, Global Reach

11. QAD Proprietary empowerment through knowledge sharing QAD Online Support center

12. QAD Proprietary

14. STEP 1 – ACCESS  QAD Web Account  Service Activation & Access Unlimited Web Accounts 24x7x365 Availability Single Portal Customer Driven Design

15. QAD Proprietary

16. STEP 2 – NAVIGATION 1 Step Knowledge Search Categorized Segments Direct Incident Management Customer Driven Design

17. QAD Proprietary STEP 3 – EMPOWERMENT  Self Service Access  Support Knowledgebase  Product Documentation  Self-Study Training  Full Training Guides  Hands-On Lab Environments  Multimedia CBTs  ECO Info & Downloadable Details  Technical & Reference Info New Knowledge Added Daily 24x7x365 Availability Information for Various Skill Levels Customer Driven Design

18. QAD Proprietary 18  Classroom Training – Attend instructor-led courses that offer focused attention, hands- on exercises and knowledge transfer from subject matter experts  Customized training solutions - Classes are taught at your location and at your convenience.  QAD Certification Program – Be recognized for your knowledge and mastery of QAD product functionality Improve Your Company’s Performance Through QAD Education Courses

19. QAD Proprietary 19 QAD Offering Free Online Training:  Online Courses – QAD Customer Learning Portal offers more than 35 online courses about QAD products available at no charge for customers who are active on QAD Support  Training Guides Now In the Customer Learning Portal – Download the full classroom guide to empower your training initiatives.  Special Bonus! Through April 30, 2009 all QAD Support customers are provided access to our enhanced on-line virtual training environment for hands-on experience with QAD Enterprise Applications, free of charge. Assisted Help provided live in the Hand-On Lab

20. QAD Proprietary Hands-On Lab Environment…

21. QAD Proprietary Save Your Progress, Come Back Later

22. QAD Proprietary Help & Assistance in the Lab

23. QAD Proprietary

24. Let’s Boldly Go… Online

25. QAD Proprietary engaging support for expert assistance QAD Online Support center

26. QAD Proprietary STEP 4 – ENGAGEMENT  QAD Community  Customer Support  Incident Entry  Live Chat  Self-Study Assistance (NEW!)  Real-Time Incident Visibility  Remote Diagnostic Connectivity  Telephone & Emergency Help Multi-Site Connectivity 24x7x365 Availability Incident Management Control Customer Driven Design

27. QAD Proprietary 24X7 EMERGENCY SUPPORT

28. QAD Proprietary Show it… On Screen…

29. QAD Proprietary new frontiers QAD Online Support center

30. QAD Proprietary Product Change Information  New Product Change Management System –Replaces legacy “ECO Info System”  All QAD Maintained Products –Not just Core QAD EA (MFG/PRO)  Defining & Gathering Requirements –Sort & Search By Product, Version, Release, Build, Function Classification by Type of Change –Details For Analysis Issue Description, Analysis Details, Steps to Duplicate Technical Details / Program List

31. QAD Proprietary Contribute to the Knoweldgebase  Access to the Authoring Toolset –Pilot Program for True Power-Users  Training Required –Adhere to Content Standards  Same Content Visibility, but with More Search & Query Capabilities  If Interested – Please See Me During a Break

32. QAD Proprietary Wiki-Enabled Product Documentation

33. QAD Proprietary QAD Customer Success Organization

34. QAD Proprietary Discussion & Feedback QAD Support & Education

35. QAD Proprietary SUMMARY  QAD SUPPORT  KNOWLEDGE EMPOWERMENT  ENGAGE FOR ASSISTANCE  NEW FRONTIERS Greg Weinert gww @ qad.com Global Support Operations Manager 1-856-840-2871

36. QAD Online Support & Education Presented to the QAD California User Federation Greg Weinert March 9, 2009